Citizen Compass: The next generation of eservices

Enhancing service delivery in the public sector

Canadians looking at private sector service delivery as the benchmark are asking why governments can’t provide the same level of customer service experience as the banks or retailers. In response, governments are increasingly focusing on how they can achieve the next generation of service delivery to meet Canadians’ demands while reducing costs.

Citizen Compass is an online initiative designed to provide Canadians, with a platform to voice their opinions through informed participation and deliberation. Over a three-week period, 3,147 every-day Canadians addressed the central question, “What does the future of government services look like?”

The report shares these Canadians’ perspectives on issues surrounding eservices, and provides an analysis from PwC on what governments need to keep in mind as they develop the next generation of eservices.